Work from Home COAF Recovery Sr. Coordinator

Capital One•Richmond, VA

1d•Remote

About The Position

Work from Home COAF Recovery Sr. Coordinator Associates handle inbound or outbound calls with customers whose balances have charged off. Associates should help customers with payment arrangements that relieve them of outstanding debt balances with the company. They may do so through payment arrangements, settlements, or other tools appropriate to the situation. The goal is to help our customers find a way to move past their existing debt and get on the road to building back their credit. General Responsibilities: Manage inbound and outbound calls Perform account level research Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities even though the account has charged off Become familiar with and follow Company guidelines and procedures (CBTs, training, timecards, e-mail, training, etc) Attend team meetings Update account info and complete appropriate documentation to ensure accurate records Job Level: Senior Coordinator Work Schedule: Tuesday - Friday 10:00AM - 7:00PM CST and Saturday 8:00AM - 5:00PM CST Work from Home Technology Requirements Secure home office environment that is free from background noise and distractions Reliable private internet connection that is not supplied via cellular data or hotspot is required A private network that is password protected where you have ownership or line of site sight to every device on the network Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience. Work from Home Location Requirements This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years Customer Service or Call Center experience
At least 1 year of experience using Google Suite or Microsoft Office
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider

Nice To Haves

At least 4 years Customer Service or Call Center experience
At least 1 year of experience in the Financial Industry
At least 1 year of Collections experience

Responsibilities

Manage inbound and outbound calls
Perform account level research
Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities even though the account has charged off
Become familiar with and follow Company guidelines and procedures (CBTs, training, timecards, e-mail, training, etc)
Attend team meetings
Update account info and complete appropriate documentation to ensure accurate records